Open To Work
Pooja Madan
Gurugram
Work Preference
Summary
Dynamic Family Success Manager with a proven track record at Cuemath, enhancing customer retention through strategic relationship management and data analysis. Expert in conflict resolution and team development, I successfully implemented innovative solutions that improved service delivery, resulting in a significant boost in client satisfaction and loyalty.
Overview
26
26
years of professional experience
Work History
Family Success Manager, Middle East Region
Cuemath
Gurugram
11.2025 - Current
- Promoted to Middle East Region in Nov 2025 from India Region out of 11 Employees.
- Looking after retention of Middle East Region connecting with Parent and teacher.
- Monitored customer feedback and implemented improvements in service delivery.
- Conducted regular check-ins with clients to ensure satisfaction with services provided.
- Resolved escalated customer issues in a timely manner while maintaining high levels of professionalism.
- Maintained relationships with existing customers by providing support and responding promptly to inquiries.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Analyzed customer feedback to identify retention trends and improve service strategies.
- Developed personalized communication plans for at-risk customers to enhance loyalty.
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
- Implemented creative solutions to deal with special circumstances.
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with cross-functional teams to achieve goals.
- Assisted with customer requests and answered questions to improve satisfaction.
Teacher & Customer Exp Manager
Cuemath
04.2022 - Current
- Looks after the retention of India region for Premium customers
- Managed team of 20+ educators, enhancing implementation of customized learning plans to improve student performance and satisfaction.
- Collaborated with cross-functional teams to resolve inquiries from 120+ students and parents, ensuring high satisfaction and efficient issue resolution.
- Developing and executing strategies to boost student engagement and academic success, resulting in measurable improvements in learning outcomes.
- Utilizing performance data and feedback to refine teaching methods and educational programs, driving continuous improvement and innovation.
- Conducting professional development sessions for teachers, integrating best practices and modern techniques to elevate instructional quality.
- Employing Microsoft Excel and other tools for program management and reporting, optimizing administrative processes and enhancing operational efficiency.
- Leading business development initiatives to expand reach and increase enrolment, contributing to a 100% increase in revenue.
- Built strong relationships with students and parents to provide personalized support and foster a positive learning experience.
- Documented customer interactions accurately in the CRM system for future reference.
Senior Associate
Cuemath
04.2022 - 06.2023
- Oversaw key educational programs, ensuring alignment with organizational goals and effective response to student needs.
- Applied Microsoft Office and Excel for strategic planning and data analysis, improving program management and operational efficiency.
- Collaborated with various departments to streamline processes and address challenges, ensuring smooth program execution.
- Developed and maintained strong relationships with students and parents, providing personalized support and ensuring high satisfaction levels.
- Implemented sales and marketing strategies to drive student acquisition and retention, enhancing client engagement and outreach.
Relationship Manager
Cuemath
04.2022 - 06.2023
- Oversaw key educational programs, ensuring alignment with organizational goals and effective response to student needs.
- Applied Microsoft Office and Excel for strategic planning and data analysis, improving program management and operational efficiency.
- Collaborated with various departments to streamline processes and address challenges, ensuring smooth program execution.
- Developed and maintained strong relationships with students and parents, providing personalized support and ensuring high satisfaction levels.
- Implemented sales and marketing strategies to drive student acquisition and retention, enhancing client engagement and outreach.
Cuemath Mentor
Cuemath
11.2018 - 03.2022
- Delivered personalized tutoring to students, fostering a deep understanding of mathematical concepts & problem-solving skills.
- Developed customized lesson plans and educational materials to meet individual student needs and learning styles.
- Facilitated engaging learning sessions, utilizing interactive tools and techniques to enhance student participation and comprehension.
- Monitored student progress through regular assessments, providing constructive feedback and adjusting teaching methods as needed.
- Supported students and parents in tracking academic growth, addressing concerns, and resolving queries effectively.
- Contributed to program improvements by sharing insights on student performance and educational strategies with the team.
Accountant
Tasman Oilfield Material Management
01.2013 - 10.2014
- Directed the invoicing process, meticulously gathering and organizing necessary information to ensure accurate and timely billing each month, thereby enhancing overall billing accuracy.
- Engaged with customers to handle monthly purchase orders and follow up on outstanding receivables, thereby improving client relations and optimizing cash flow.
- Reconciled income from rentals and recharge activities with relevant logs and cost ledgers, and performed daily reconciliations of cash accounts to ensure financial consistency.
- Produced detailed analyses of sales and purchase activities, supported the preparation of monthly financial statements, and managed daily financial transactions, including tracking debts and credits.
- Recorded financial data for sales, purchases, and cash transactions, ensuring the integrity and accuracy of all financial entries.
- Processed employee expense claims, managing approvals to guarantee timely and accurate reimbursements for business-related expenses.
- Administered petty cash transactions, ensuring precise record-keeping and efficient management of small-scale financial operations.
- Supplied customers with all required backup documentation for invoices, improving clarity and maintaining transparency in financial transactions.
- Dubai, UAE
Accountant
Global Chemical Company LLC
10.2012 - 01.2013
District Accounts Manager
Delhi Health Government Services
01.2008 - 10.2010
Branch Manager
Gayatri Accountants, an Authorized Tally Academy
01.2006 - 12.2008
I.T. Assistant
Delhi Government Department, Delhi Government School
01.2004 - 12.2006
Accounts Assistant
Bharti and Chawla Company, a Chartered Accountant House
01.2001 - 12.2003
Education
MBA - Finance
Maharshi Dayanand University
01-2011
Master of Commerce -
Himachal Pradesh University
01-2003
Bachelor of Commerce -
Delhi University
01-2001
Skills
- Team Development
- Performance Management
- Conflict Resolution
- Customer Relationship Management
- Feedback Integration
- Client Onboarding
- Team Leadership
- Problem Resolution
- Process Optimization
- Sales and Marketing
- Success Strategies
- Revenue Growth Strategies
- Financial Management
- Performance Metrics
- Customer Journey Mapping
- Service Design
- Customer Retention Strategies
- Cross-Functional Collaboration
- Customer Insights Analysis
- Customer relationship management
- Team collaboration
- Sales strategies
- Problem solving
- Effective communication
- Critical thinking
- Program management
- Data analysis
- Strategic planning
- Conflict resolution
- Account updates
- Customer account management
- Key accounts development
- Account management
- Training programs
- Cost reduction
- Good judgment
- Management consultation
- Staff training
- Analytical thinking
- Schedule oversight
- Professional demeanor
- Marketing management
- Vendor management
- Goal setting
- Pricing strategy
Accomplishments
- 100% Target Completion, recognized for outstanding performance in achieving sales targets, inspiring team members to excel in their roles.
- Significant revenue milestones.
- Team motivation and leadership, praised for exceptional contributions to team morale, and demonstrating strong leadership qualities that motivate team members to achieve their best.
- Top performer in March 2026, achieved 140% of the revenue target of $ , consistently ranking among the top 3 performers across multiple months.
Summary - Executive Summary
Customer-oriented professional with over XX years in accounting, finance, and customer success, specializing in the EdTech sector. Adept at optimizing financial operations and enhancing client relationships, with a strong focus on parent query resolution and minimizing financial discrepancies. Proven expertise in improving customer retention through effective strategies and engagement initiatives. Skilled in managing invoicing, financial reconciliations, and operational efficiencies while ensuring exceptional service delivery and contributing to sustained business growth. Committed to elevating customer experiences and fostering long-term relationships in an EdTech environment.
Timeline
Family Success Manager, Middle East Region
Cuemath
11.2025 - Current
Teacher & Customer Exp Manager
Cuemath
04.2022 - Current
Senior Associate
Cuemath
04.2022 - 06.2023
Relationship Manager
Cuemath
04.2022 - 06.2023
Cuemath Mentor
Cuemath
11.2018 - 03.2022
Accountant
Tasman Oilfield Material Management
01.2013 - 10.2014
Accountant
Global Chemical Company LLC
10.2012 - 01.2013
District Accounts Manager
Delhi Health Government Services
01.2008 - 10.2010
Branch Manager
Gayatri Accountants, an Authorized Tally Academy
01.2006 - 12.2008
I.T. Assistant
Delhi Government Department, Delhi Government School
01.2004 - 12.2006
Accounts Assistant
Bharti and Chawla Company, a Chartered Accountant House
01.2001 - 12.2003
MBA - Finance
Maharshi Dayanand University
Master of Commerce -
Himachal Pradesh University
Bachelor of Commerce -
Delhi University